Customer Experience
Customer Support Specialist
Part Time
Yogyakarta / Remote
Job description
Natra is growing, and with growth comes clients who need our help. As a Customer Support Specialist, you are the empathetic voice of Natra. You will handle client inquiries, resolve technical issues, and guide users on how to maximize the platform. Your role is vital to ensuring our developer can focus purely on coding without being distracted by password resets or how-to questions.
Key Outcomes for this role
Within 1 month
- You know the Natra Dashboard inside out and can troubleshoot basic user errors.
- You are handling incoming support tickets via email and WhatsApp with a friendly tone.
Within 3 months
- You resolve 90% of tickets independently without escalating to the developer.
- You begin writing helpful articles for our Help Center (FAQs, Tutorials).
Within 6 months
- You manage the entire support queue efficiently, maintaining a response time of under 2 hours.
- You track common complaints and summarize them into a monthly report for the product team.
Within 12 months
- You own the customer retention metrics, ensuring clients stay happy and renew their subscriptions.
- You help implement automated support systems (chatbots, macro replies) to scale operations.
What we offer
- A calm, structured work environment where your empathy is highly valued.
- Flexible working hours and location (Remote-first culture). The results are what count!
- Salary range: Rp 500.000 - Rp 1.500.000.
Job requirements
- You are incredibly patient, polite, and have high emotional intelligence.
- You are meticulous and organized, keeping track of multiple client issues at once.
- You are comfortable with technology and can learn new software quickly.
- Excellent written communication skills in Indonesian.
Job details
Customer Experience
Part Time
Yogyakarta / Remote
Rp 500.000 - Rp 1.500.000
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